I just got defrauded from an $800 laptop sell (Sellers Beware)

[papalousliquidation]

I have never used these boards, but I wanted to share my experience to alert other selllers.

I sold a gaming laptop for $800. Upon receiving the item, the buyer immediately reaches out, threatening that this wasn't "new" because it didn't come with paperwork (this unit does NOT come with any paperwork), and that the USB was not working. This was an open box unit, which I fully tested, everything 100% worked.

I proceeded to look up information on the acer community boards to see what could cause this, some say there are older components that do not work with USB 3.2. I shared this with him and told him to ship it back if there are issues.

No response, and after 4 days, he opens a return (I have automated returns). A week later he finally ships it out. Suspecting foul play, I had my wife recording me unboxing the package. To my surprise (or lack thereof), all the screws were removed from the bottom of the case.

Upon removing the casing, this guy had the audacity to also remove the hard drive, and leave a little bag in its place with all the screws. To make matters worse, the internal components/chips were also swapped out with old damaged ones. There is oil residue and rust all over.

I proceeded to immediately reach out to eBay, and gave them all this information.  The representative was very kind and assured me I would get my money back, along with the buyer likely only getting a partial refund. She sent me a link to share my photos, and I did so immediately. To my surprise, less than 48 hours later, the case was already closed (the buyer had reached out to them), and the money was already refunded.

I am now in the process of appealing, but based off my initial experience, I am expecting the worst result already.

Seller beware, you will not be protected from "fraudulent" returns due to it being your word against theirs.

This was eBays response:

"We’ve reviewed this case further and you mentioned that the buyer deliberately returned a different item and what you are claiming would be considered fraud. Please understand that we only facilitate the sale. We do not have the item in our possession at any stage of the transaction so are unable to verify condition. As a result, we will now close this request enabling you appeal."

Mind you, I have a perfect record with zero cases closed without resolution, along with having 100% positive feedback, and being a Top Rated Seller. The buyer had 15 reviews (including mine), with the laptop purchase being his only purchase within the last 6 months...

You could call this the last straw for me. I am definitely shifting away from eBay due to practices like this. I took all precautions to avoid these issues (documenting serial numbers and being very pro buyer and always assuming buyer is not being untruthful). But this was was disgusting in the way it occurred...

Thank you eBay, I appreciate you garnishing my wages from my bank.

Posting this as a PSA for other sellers.

Cheers

[bonjourami]

I wonder if it would do you any good to talk to one of the good reps on Facebook, Ebay for Business? Use the message link. They are usually very helpful, good luck.

[papalousliquidation]

Thank you for this. I submitted this link to them in a message, along with providing the case #. I'll try anything at this point. Appreciate the support!

[bonjourami]

Again, good luck, let us know...

[stuff4divas]

@papalousliquidation   it's horrible what happened to you and i believe u completely.

How I handle Scum, otherwise known as Scammers
 
The first thing to do is to report the scammer/buyer>
 
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=1&quer...
 
Then block them
 
Then, read this link re Seller Protection>
 
https://www.ebay.com/help/policies/selling-policies/seller-protection?id=4345&st=12&pos=2&query=Sell...
 
Then, see if this will help:
 
An item that is returned after it was used or damaged by the buyer
 
Sellers who offer free returns and who are not Below Standard are eligible for this protection
 
* You can deduct up to 50% from the refund to recover the lost value of the item
* We (eBay) will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics
 
How to issue a partial refund when the item is returned in a different condition
 
To issue a partial refund:
* Go to your Returns dashboard.
* Select View return details beside the item.
* Decide What to Refund.
* Select the percent you want to deduct from the refund amount.
* Add a message to the buyer explaining why the refund wasn't full.
* Select Send.
 
In addition, make a police report, internet fraud report, USPS fraud report to send with your appeal.
 
Also note the weight and size of original package vs returned package, ie photos, label info
 

Reports for USPS here>
 
https://www.uspis.gov/
 

Mail Fraud Complaint>

https://ehome.uspis.gov/fcsexternal/default.aspx
 

Internet Crime Complaint Center>

https://www.ic3.gov/

Also, info from here may help> https://www.ftc.gov/consumer-protection

Then
 
Contact eBay via social media with a private message:
 
https://Facebook.com/ebay 

AND-OR
 
https://Twitter.com/askebay

AND-OR

https://www.instagram.com/ebayforsellers

Great customer service on these social media sites

For future, consider having returns that are high profile scam attractors held at your local post office. This is what I do and I either open the package in front of a clerk or supervisor or they open it for me. If the item is not what I sent or in a different condition, I have them document it for me. Good Luck

[chevymontecarlo88]

That is horrible. Sorry it happened to you and hope you can manage to recoup your losses. 

[papalousliquidation]

I have seller pays for shipping (but allow returns), there was no option for a partial refund.

I can't open a mail fraud complaint via USPS since this was delivered via FedEx.

But I will be filing a police report in their local jurisdiction. I don't expect anything to come of that, but out of principle, I will be doing it. I am just stunned eBay made this decision even with all the information I had provided, and closing the case in the buyer's favor due to buyer reaching out to them (even though I had already contacted them prior to that).

[papalousliquidation]

Thank you, appreciate it.

I lost a new laptop

Paid for shipping and fees

AND now I have a defect 

It's just upsetting on so many levels...

[ittybitnot]

I can't open a mail fraud complaint via USPS since this was delivered via FedEx.

@papalousliquidation 

Yes you can.  The USPS postal inspectors have jurisdiction when other carriers are used. 

File it,
Send your miscreant the case number.  He will see his name and address on the claim.

[tools*]

If you're unable to resolve this with the one English-fluent eBay customer service representative (Facebook), dispute the $800 debit with your bank as unauthorized.

[mtgraves7984]

I have seller pays for shipping (but allow returns), there was no option for a partial refund.

@papalousliquidation 

As a TRS Seller who offers (at least) 30-Day Returns... you'll be able to deduct up to 50% (at the refund screen) for receiving an item back that was different/de-valued/destroyed, too. That's one of the last seller protections left... use it!

I know that it doesn't make you whole, but it lessens the sting of the impending (full) refund a bit. 

[papalousliquidation]

When I selected "item was used/damaged"

The only option I had was to provide the full initial refund minus shipping or give full refund, along with providing pictures. Unless I missed something (like the ability to change the total)... So I opted not to fill that page out and called ebay to submit a claim on my behalf. As of this morning, eBay provided a full refund and closed the return case, giving me no options.

[ckimodog]

@papalousliquidation 

I'm very sorry for your situation.  You have been given a lot of good advice here on this forum as to what to do next to rectify this situation.  File a police report as well as the claim with USPS.  I'll certainly keep a good thought for a positive outcome in your behalf.  

All the best

[papalousliquidation]

I may actually do that, my seller account will likely get blacklisted, but at this point, I don't know if I want to continue selling on eBay anymore. This was my fulltime business...

They garnished remaining balance on my ebay account, before pulling the remainder from my bank account. Now I need to assess if it's worth fighting this with my bank, knowing I will get banned from eBay. Just an overall horrible place to be in.

[mtgraves7984]

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@papalousliquidation wrote:

When I selected "item was used/damaged"

The only option I had was to provide the initial refund or give full refund, along with providing pictures. Unless I missed something... So I opted not to fill that page out and called ebay to submit a claim. As of this morning, eBay provided a full refund and closed the return case, giving me no options.

---

@papalousliquidation 

Well, that's a shame. It's been a long time since I was where you are. I thought I remembered to 'Provide the initial refund', but I was able to enter into the field and physically type the (reduced) refund amount. Confirm and Submit. Dang...